outbound call quality checklist

Greeting: Did the agent greet the customer professionally and warmly?

Identification: Did the agent introduce themselves and their company?

Purpose: Did the agent clearly state the purpose of the call?

Active Listening: Did the agent actively listen to the customer's responses?

Tone of Voice: Was the agent's tone of voice friendly and professional?

Clarity: Did the agent speak clearly and articulate their words?

Understanding: Did the agent demonstrate a thorough understanding of the product or service being offered?

Information Accuracy: Did the agent provide accurate information to the customer?

Handling Objections: Did the agent effectively address any customer objections or concerns?

Closing: Did the agent summarize the call and provide next steps?

Follow-up: Did the agent schedule any necessary follow-up actions?

Did the agent effectively address any objections or concerns raised by the customer?

Did the agent efficiently navigate any technical issues or challenges during the call?

Did the agent accurately document all relevant information discussed during the call?

Did the agent adhere to any specific call escalation procedures if needed?

Did the agent effectively manage the call duration and keep the conversation on track?

Did the agent use active listening skills to fully understand the customer's needs and provide appropriate solutions?

Data Protection: Did the agent adhere to data protection regulations when discussing customer information?

Script Adherence: Did the agent follow the call script provided by the company?

Legal Compliance: Did the agent comply with all legal requirements when making the outbound call?

Resolution: Did the agent resolve any customer issues or concerns to the customer's satisfaction?

Thank You: Did the agent thank the customer for their time and business?

Notes: Did the agent make any relevant notes or updates in the customer's file?

Call Disposition: Did the agent accurately categorize the call outcome?

Call Recording: Was the call recorded for quality assurance purposes?